Position: Retention Manager
Location: Gurugram
Working Days: Monday to Friday
Experience Required: 5+ years
About Our Client
Our Client is a fast-growing D2C brand revolutionizing the way modern Indian women experience comfort, confidence, and style through functional yet fashionable shapewear. Built on the philosophy of celebrating real bodies, Our Client empowers its audience through high-quality, body-positive products that blend innovation, comfort, and aesthetic appeal. As the brand scales across digital and physical channels, we are looking for an entrepreneurial Retention / CRO Manager to lead its growth journey by deepening customer relationships, improving conversion, and maximizing lifetime value.
About the Role
We are looking for a data-driven and customer-obsessed Head of Retention to own the entire customer lifecycle and maximize customer lifetime value (LTV). This role will lead CRM, loyalty, customer engagement, marketing automation, personalization, and retention strategies across all customer touchpoints.
The ideal candidate has experience scaling retention for a high-growth D2C, fashion, beauty, lifestyle, or consumer brand and understands how to turn first-time buyers into loyal brand advocates.
Key Responsibilities
- Customer Lifecycle Management
- Own the complete customer lifecycle from acquisition to repeat purchase.
- Develop retention strategies for new, active, dormant, and VIP customers.
- Improve repeat purchase rates and customer lifetime value.
- Reduce customer churn through data-driven initiatives.
- CRM & Marketing Automation
- Own CRM platforms (Klaviyo, MoEngage, WebEngage, CleverTap, Insider, etc.).
- Design automated customer journeys.
- Create email, WhatsApp, SMS, push notification, and app engagement campaigns.
- Build personalized communication flows.
- Customer Segmentation
- Develop RFM and behavioral segmentation.
- Build cohorts based on purchasing behavior.
- Create personalized campaigns for each customer segment.
- Drive product recommendations using customer insights.
- Loyalty & Membership Programs
- Design and scale customer loyalty programs.
- Develop referral programs.
- Increase customer advocacy.
- Launch VIP customer experiences.
- Revenue Growth
Drive incremental revenue through:
- Cross-selling
- Upselling
- Product recommendations
- Win-back campaigns
- Seasonal campaigns
- Birthday & anniversary journeys
- Data & Analytics
Monitor and optimize:
- Repeat Purchase Rate
- Customer Lifetime Value (LTV)
- Churn Rate
- Retention Rate
- Average Order Value (AOV)
- Purchase Frequency
- Email Open Rate
- CTR
- Conversion Rate
- Revenue per Customer
- Revenue from CRM Channels
- Experimentation
- Build A/B testing frameworks.
- Optimize messaging.
- Test customer journeys.
- Improve campaign performance through continuous experimentation.
- Collaboration
Partner with:
- Performance Marketing
- Brand Marketing
- Product Team
- Customer Experience
- Marketplace Team
- Creative Team
- Technology Team
- Finance
- Customer Insights
Analyze:
- Purchase behavior
- Customer feedback
- NPS
- Reviews
- Returns
- Refunds
- Customer support data
Translate insights into retention initiatives
Experience
7–12 years in CRM, Lifecycle Marketing, or Customer Retention.
At least 3 years leading a retention team.
Experience in D2C, fashion, beauty, lifestyle, or consumer brands.
Proven track record of increasing LTV and repeat purchases through scalable retention programs.
Preferred Background
